Payment authentication failing – workspace deactivated

Support Help
1

Hi Retell team,

We’re facing an issue with payment authentication. We’ve tried multiple cards and PayPal (from different users), but every attempt fails with an authentication error. Because of this, our workspace has been temporarily deactivated, even though agents were already created and tested earlier.

Workspace ID: org_hxieLQEOAx0yorg

Could you please check this from your end and let us know how to resolve it?
Appreciate your help.

Thanks,
Saurabh

2

I understand you’re experiencing payment authentication failures across multiple payment methods, which has resulted in your workspace being temporarily deactivated.(1)

For failed payment issues, here are the recommended steps:(2)

First, check with your bank:

  1. Contact your bank to ensure the transaction isn’t being blocked(2)
  2. Request to allowlist transactions from Retell(2)
  3. Return to the Retell Dashboard and retry the payment(2)

If payment still fails:

  1. Obtain written confirmation from your bank that Retell has been allowlisted(2)
    • Statement should be on bank letterhead(2)
    • Should explicitly confirm that transactions from Retell are now approved(2)
  2. Email the statement to support@retellai.com(2)
  3. Include your Retell account details in the email(2)

Alternative payment method:

  1. Consider adding a different payment method(2)
  2. Go to the “Billing” tab(2)
  3. Click “Change payment methods”(2)
  4. Add a new card or payment method(2)

Since you’ve already tried multiple cards and PayPal from different users, I recommend contacting support@retellai.com directly with your workspace ID (org_hxieLQEOAx0yorg) to resolve this issue.(2) Based on similar cases, the support team typically responds within 1 business day.(3)

Your account status shows as “Invoice Overdue” which means your service has been temporarily deactivated, and you’ll need to make a payment to restore your service.(1)

3

Thanks for the response.
We’ve already tried multiple cards and PayPal from different users, and all attempts fail with the same authentication error, so this doesn’t appear to be bank-specific.

We’ve also emailed support@retellai.com with our workspace ID (org_hxieLQEOAx0yorg) for a deeper check.

Please let us know if there’s any account-level or backend billing restriction that needs to be cleared from your side so we can complete the payment and restore service.

4

Based on similar cases in the community, authentication errors across multiple payment methods typically require backend intervention from the Retell AI support team.(1)

In a comparable situation where a user experienced account deactivation due to payment issues, the support team was able to resolve the problem after receiving the workspace ID.(1) The support team member requested the org ID and then resolved the issue on the backend, allowing the account to be reactivated.(1)

Since you’ve already emailed support@retellai.com with your workspace ID (org_hxieLQEOAx0yorg), the support team should be able to investigate whether there’s an account-level restriction or backend billing issue preventing payment authentication.(2)

Your account status indicates “Invoice Overdue” which means your service has been temporarily deactivated and requires payment to restore service.(3) However, since standard payment troubleshooting steps haven’t resolved the authentication failures, this appears to be a backend issue that requires direct support team intervention.(2)

The support team typically responds and can check for account-level restrictions or billing system issues that may be blocking payment processing.(1) They have access to backend systems that can identify and clear any restrictions preventing successful payment authentication.(1)

For additional support channels while waiting for email response:

5

Hello @Saurabh

I can’t find any workspace with this org id

Please make sure it’s the correct id.

And also share a screenshot of the error you get